Lead, Quality Improvement Analyst

Responsibilities

• Lead quality assurance activities including audits, evaluations, and testing across Operations Control Centre (OCC) operations
• Analyze KPIs, operational data, and performance trends to assess individual and team effectiveness
• Identify risks, gaps, and opportunities, delivering actionable recommendations to improve performance and compliance
• Act as a trusted OCC representative, consulting with internal teams and external stakeholders to influence decision-making
• Drive continuous improvement initiatives to enhance quality, efficiency, and compliance
• Leverage SQL and advanced Excel to extract, analyze, and interpret complex datasets
• Support or lead User Acceptance Testing (UAT) to validate system performance and functionality
• Maintain detailed documentation of audits, investigations, and improvement initiatives to ensure regulatory alignment

Requirements

• Post-secondary education in data analytics, technology, computer science, health sciences, or a related field
• 3-4 years of experience in quality assurance, performance analysis, or continuous improvement roles
• Proficiency in SQL and/or SQLite
• Advanced Microsoft Excel skills, including pivot tables and complex formulas
• Experience with User Acceptance Testing (UAT) or quality assurance processes
• Strong analytical and problem-solving capabilities with a data-driven mindset
• Exceptional judgment and the ability to communicate insights clearly to diverse audiences

Preferred Qualifications

• Experience working in fast-paced, operations-driven environments such as dispatch, healthcare, or logistics
• Strong systems thinking and the ability to validate new tools and technologies

Benefits

• Comprehensive Health, Dental, and Vision Benefit Plan
• Premium Defined Benefits Pension Plan with automatic enrollment
• Accrued vacation time starting at three weeks per year
• Three paid personal days (pro-rated for the first year)
• Tuition reimbursement and professional development opportunities
• Employee promotional programs for various personal services and perks

About the Company

Ornge connects communities with critical care across Ontario, Canada. Operating by air and land, our teams deliver equity in emergency response, uplifting the lives of those in our care through life-saving missions.